7. Make sure your back end is built to support the front-end experience.

The most critical component to a seamless omnichannel experience is to get rid of silos, and treat all channels as one. The best way to build customer trust is to ensure information is transparent, precise and represented in real time across every single channel. This means the back-end technology must be built to support the front-end experience so channels can be consistent and unified. - Jennifer Kyriakakis, MATRIXX Software

8. Remember that mobile is at the center of a person’s unified experience.

Mobile is at the center of a person’s unified experience. As such, it must also be at the center of the way you design your seamless experience. It's about finding your next best customers and delivering magical experiences wherever they are, in any form, regardless of channel or device. To do this flawlessly, you need a unified view of the fragmented customer journey from your martech stack. - Jennifer Wong, TUNE

9. Streamline the move from self service to assisted service.

Bots and AI are great. However, there often comes a time when automation isn't enough, like during a complex financial- or healthcare-related situation. At that point, you need to make the transition, from self-service to assistance from a human being, a streamlined experience. Phone numbers should be easy to find (or provided by bots) and knowledgeable employees should be at the ready to help out. - Holly Chessman, Glance Networks Inc.

10. Prioritize improving customer experience and retention.

Be sure to account for the customer's full experience with the people behind your brand, from first introduction to lifelong faithfulness. Arm your front-line service teams with holistic customer data, tools that enhance the human-to-human experience, and the authority to make customers happy. Focus on empowering them, improving their work experience and keeping them long term. - Murph Krajewski, Sharpen Technologies

11. Respect the human journey.

Omni- or all-channel touchpoints must map the user journey across all verticals. The human touch cannot be ignored. Bots and AI can enhance and speed up the process across the journey, allowing for more conversions, but making sure that you as the brand owner have mapped out each of the personas, each one's reason for being connected to your brand and their journey is paramount to your success. - Judy Herbst, Worthy Inc